Global Tech Infrastructure & Operations - SMO Service Desk and ServiceNow Platform, Director

Department Overview

We are seeking a Director of Service Management Office (SMO) Service Desk & ServiceNow Platform to help build the processes, operating practices, and service management disciplines that enable GTIO services to be delivered consistently and effectively at scale. We are moving fast and are adding to our best-in-class team; joining McDonald’s means thinking big every day and preparing for a career that will impact the world. We are customer-obsessed, committed to being leaders in our industry, and believe we are better when we work together.

As GTIO continues to expand its capabilities, we are creating a dedicated role focused on helpingteams work together more effectively, improving visibility into service performance, and ensuring the organization stays focused on the highest-priority work. In this role, we are expecting this individual to establish operating practices, support service governance, facilitate prioritization of improvement initiatives, and improve coordination across teams. This leader will help create clarity around ownership, performance, and decision-making while ensuring service improvement efforts are aligned with business priorities and customer needs.

The ideal candidate brings experience in technology operations, service management, and organizational leadership. This individual will be comfortable working across teams, building alignment, navigating competing priorities, and driving results through strong relationships, clear communication, and disciplined execution.

Responsibilities

• Create Focus and Alignment

  • Partner across Service Desk, Major Incident Management, Observability, ServiceNow, and other operational teams to align priorities and improve coordination.

  • Help leaders prioritize improvement initiatives based on business impact, customer needs, and organizational objectives.

  • Identify dependencies, risks, and gaps that may impact service performance or execution.

  • Support leadership forums and operational reviews by bringing visibility to priorities, decisions,

  and actions.

  Improve How We Work

  • Establish and maintain operating practices that create consistency across service management functions.

  • Help define ownership, accountability, decision-making, and handoffs across teams.

  • Support governance processes that improve execution without creating unnecessary overhead.

  • Identify opportunities to simplify processes, remove friction, and improve ways of working

  across the organization.

  Increase Visibility and Accountability

  • Partner with GTIO and functional leaders to define service performance measures and

  operational scorecards.

  • Provide clear visibility into service health, operational performance, improvement initiatives, and emerging risks.

  • Help leadership understand where attention is needed and where progress is being made.

  • Drive follow-through on key operational initiatives and improvement efforts.

  Strengthen Service Management Practices

  • Support adoption of service management practices and standards across operational

  functions.

  • Maintain the service catalog and service definitions in partnership with service owners.

  • Help establish consistent approaches to measuring, managing, and improving services.

  • Share best practices and lessons learned across teams to improve service delivery and

  operational performance.

  Drive Continuous Improvement

  • Identify opportunities to improve service quality, consistency, efficiency, and customer

  experience.

  • Facilitate cross-functional efforts to address recurring operational challenges.

  • Measure progress and outcomes of improvement initiatives.

  • Help build a culture of accountability, collaboration, and continuous improvement across the

  organization.

Qualifications

Minimum Qualifications

• • 10+ years of experience in technology operations, service management, operational leadership, or related disciplines.

  • 5+ years of experience leading cross-functional initiatives in large, complex organizations.

  • Strong understanding of technology operations, service management, incident management,

  and operational support organizations.

  • Demonstrated experience establishing operating practices, governance models, performance

  measures, and continuous improvement initiatives.

  • Experience developing executive-level reporting, operational reviews, and performance

  scorecards.

  • Proven ability to influence decisions, build alignment, and drive results without direct authority.

  • Strong communication, facilitation, stakeholder management, and organizational leadership

  skills.

  • Referenceable track record driving customer-focused operational improvements that resulted

  in measurable improvements in service quality, consistency, efficiency, or customer outcomes.

  • Excellent written and verbal communication skills, including experience presenting to senior

  leadership.

  • Bachelor’s degree or commensurate experience in technology transformation, systems

  administration, digital technology, engineering, computer science, or related field.

Preferred Qualifications

• Ability to balance strategic priorities with operational execution in a fast-paced environment.

• Strong facilitation skills with the ability to lead governance forums, operational reviews, and

cross-functional discussions.

• Strong analytical skills with the ability to interpret service performance data and translate

insights into action.

• Ability to create clarity around ownership, accountability, decision-making, and handoffs.

• Ability to build trusted relationships across technical, operational, and business teams.

• Strong organizational awareness and judgment, with the ability to understand impacts across

interconnected functions and navigate complex stakeholder environments.

• Demonstrated ability to establish focus, create clarity, and drive accountability across complex

initiatives.

• Ability to connect operational performance, service health, and customer outcomes to business priorities.

• Experience assessing service performance, operational effectiveness, and service management maturity.

Compensation

Bonus Eligible: Yes

Long - Term Incentive: Yes

Benefits Eligible: Yes

Salary Range

Salary Ranges $168,350 - $218,860